Abnormal AIRemote
Technical Support Engineer
United States of America
Full Time
2 hours ago
$31 - $25 USD
H1B Sponsor Likely
Key skills
Technical SupportCybersecurityEnterprise SaaSAPI-driven PlatformsEmail SecurityCloud EcosystemsMicrosoft 365Google WorkspaceSlackOktaSplunkCrowdstrikeCortex SOARREST APISalesforceJiraConfluenceTechnical DebuggingLog AnalysisAI ToolsAISaaSCommunicationCollaborationCustomer Success
About this role
Abnormal Security is a company focused on email and SaaS security, and they are seeking a Technical Support Engineer to provide exceptional support to their enterprise customers. The role involves acting as a trusted advisor, resolving support tickets, collaborating with engineering teams, and improving customer experience through knowledge base content and product feedback.
Responsibilities:
- Act as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security
- Own and resolve inbound support tickets—including configuration issues, API questions, behavioral false positives, and threat investigations
- Provide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust
- Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation
- Support seamless customer onboarding and engagement by working alongside Customer Success Managers
- Create and maintain internal and external knowledge base content to improve case deflection and empower customers
- Identify patterns in support interactions to flag recurring pain points and drive product improvements
Requirements:
- 4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms
- Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems like Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API or Zoom
- Proven ability to debug complex technical issues, analyze logs, and collaborate cross-functionally with Engineering and Product teams
- Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders
- Familiarity with support and collaboration tools such as Salesforce, Jira, and Confluence
- A mindset for continuous learning, efficiency, and improving both the customer experience and internal support processes
- Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus